Source

Ticketing, queues & SLA — found from sitemap — Jira Service Management

Checked for Jira Service Management on 5 Oct 2026

Page: https://support.atlassian.com/jira/kb/understanding-why-an-sla-is-paused-in-a-jira-service-management-ticket/
Checked: 5 Oct 2026, 03:45 UTC
How we may use it: Public page, crawling permitted

Technical details

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http status: 200
content hash: sha256:25cce8cab1b018e5353a1552a2c439a8798ab8a577abda26acab03532b6e86f7
permission: robots_ok
screenshot: Screenshot on file (internal exhibit, not published)

Cited by

SLA pause config Report an error

“In Jira Service Management (JSM) projects, SLAs can displayed as paused or unpaused based on certain conditions.”
SLA pause on condition Report an error

“Go to the SLA configuration in the JSM project (via the page Project Settings > SLAs), click on the SLA that is currently paused, and check how the Pause on condition is configured.”
SLA calendar pause Report an error

“the ticket matches the JQL query of an SLA goal that is associated with a calendar that is not 24/7 the user is viewing the ticket at a time of the day that is outside the business hours configured in the calendar”
SLA bug due date not passed Report an error

“if an SLA is configured using Due Date: Not Passed as a Pause on condition (as illustrated below), then the SLA might show as "Paused" in a JSM ticket, while it is not supposed to be paused”
SLA jql goals Report an error

“the ticket matches the JQL query of an SLA goal”
Applicable platform Report an error

“Platform Notice: Data Center Only - This article only applies to Atlassian apps on the Data Center platform.”
SLA config location Report an error

“Go to the SLA configuration in the JSM project (via the page Project Settings > SLAs)”